Workforce Planning Analyst

Align is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign ® is looking for a Workforce Planning Analyst.This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The Workforce Planning Analyst should analyze, monitor, and evaluate the function of the workforce (call or service) center by monitoring activities in real-time. Create schedules and provide regular reports to management on workload and workforce. Work with Finance to maintain budget accuracy and improve forecast capabilities. Define both mid-term strategies and ever-changing, short-term, and immediate workforce needs. Handle shifts change requests and monitor new-hire, holiday, and seasonal shift needs. Update and maintain scheduling database with current information; and research, recommend, and implement call center technology and process improvements to reduce overall costs. Furthermore, she/he will be a vital data source for BI Developers to monitor, evaluate, and secure data integrity on all solutions generated. This role will be part of Align Technology's goal to deliver the next generation of clear aligners (Invisalign®) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles. 

This is an on-site position located at our Wrocław office in the Psie Pole district. 

Key Responsibilities

For All EMEA Regions (Managers, Support & Agents):

• Execute real-time monitoring of operations and deliver proactive suggestions to stabilize performance.

• Provide real-time analysis of incoming volume and headcount risks, escalating potential impacts to managers and stakeholders.

• Monitor and evaluate KPI patterns, redirect undesired situations, and propose corrective actions.

• Maintain active communication with stakeholders regarding KPI degradation, absenteeism, and lateness trends.

• Collaborate with the Analyst team to share intraday insights, including scheduling needs, absenteeism, and emerging risks.

• Contribute to short- and mid-term operational planning by evaluating schedules against requirements and recommending adjustments.

• Manage pre-plan activities, rescheduling, and unprogrammed requests to meet organizational needs.

• Support Operations with simple queue projections, daily staffing adjustments, and recommendations from IDP reports.

• Plan, update, and maintain rosters, workforce profiles, attrition updates, group allowances, and schedule preferences in WFM software.

• Deliver WFM basic training for new hires and provide ad-hoc refreshers as needed.

• Generate daily activity reports on demand and use Twilio dashboards/reports to provide visibility on operational performance.

• Participate in departmental projects with medium/low complexity, testing and implementing process improvements with limited supervision. 

Skills, Knowledge & Expertise

• Bachelor’s degree preferred; technical degree considered.

• 1–3 years of related experience (combination of RTA and/or Analyst responsibilities).

• Proficiency in English (written and spoken).

• Strong communication skills, capable of delivering clear analysis and actionable recommendations.

• Demonstrated ability in time management, conflict resolution, problem-solving, and decision-making.

• Proficiency with computers and standard software (Excel, Word, Outlook, Teams, SFDC, Power BI).

• Excel beginner/intermediate certification required; statistical or business analysis certification a plus.

• Workforce Management certification desirable.

• Advanced configuration skills in Twilio and Alvaria WFM software.

• Ability to adapt to evolving strategic priorities and collaborate cross-functionally.

Job Benefits

• Private healthcare Luxmed,

• Multisport card,

• Private insurance,

• Meal vouchers,

• Co-financing of company products,

• Employee Support Program. 

Additionally, the position is eligible for an annual bonus.The final offer is determined based on the scope of the role, level of responsibility, experience, education, completed training, and key competencies of the candidate.

Align Technology, in addition to statutory benefits, provides a comprehensive set of perks designed to support employee comfort and professional development. Available benefits include, among others: private medical care through Luxmed, a Multisport card, private life insurance, a social fund, meal subsidies, and discounts on company products.The annual bonus is awarded based on several criteria, including individual performance and company results. The range of additional benefits may vary depending on the position level, nature of work, and work location.Information regarding compensation policies and salary ranges for this position can be found in the Compensation Policy available under the Corporate Disclaimers section of our careers site: https://jobs.aligntech.com/corporate-disclaimers We encourage all candidates to review this document before moving forward in the recruitment process. 

Zachęcamy do zapoznania się z naszą Procedurą Sygnalistów. Szczegółowe informacje znajdziesz, klikając w poniższy link:

Align Technology (Poland).pdf